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Alorica Employee Experience Associate in Albuquerque, New Mexico

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Supports operating units by implementing human resources programs and solving performance problems. Performs duties on a professional level and works closely with senior EE management in supporting designated geographic regions.

JOB DUTIES

• Implements human resources programs by providing human resources services.

• Develops human resources solutions by collecting and analyzing information; recommending courses of action.

• Improves manager and employee performance by identifying and clarifying problems; evaluating potential solutions; implementing selected solution; coaching and counseling managers and employees.

• Completes special projects by clarifying project objective; setting timetables and schedules; conducting research; developing and organizing information; fulfilling transactions.

• Manages client expectations by communicating project status and issues; resolving concerns; analyzing time and cost issues; preparing reports.

• Prepares reports by collecting, analyzing, and summarizing data and trends.

• Protects organization's value by keeping information confidential.

• Complies with federal, state, and local legal requirements by studying existing and new legislation; anticipating legislation; enforcing adherence to requirements; advising management on needed actions.

• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Participates in developing department goals, objectives and systems.

• Handles employee relations counseling, outplacement counseling and exit interviewing.

• Participates in administrative staff meetings and attends other meetings and seminars.

• Assists in evaluation of reports, decisions and results of department in relation to established goals. Recommends new approaches, policies and procedures to continually improve efficiency of the department and services performed.

OTHER RELATED DUTIES

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

• Perform other duties as assigned by management.

JOB REQUIREMENTS

Minimum Education and Experience:

• Required: Bachelor Degree from an accredited college or university with major course work in psychology, sociology, business administration, or a related field.

• Preferred: Applicable EE certification (e.g., PEE, SPEE, CEEP)

• Required: Comprehensive experience (2+ years) in all areas of Employee Experience.

• Preferred: Minimum 3+ experience in a service industry with an emphasis in employee relations preferred.

Knowledge, Skills and Abilities:

• Thorough understanding of labor and benefit law and administration.

• Extensive EE knowledge, skills and applicable experience.

• Ability to motivate and supervise staff members; ability to exercise independent judgment.

• Ability to handle a variety of assignments simultaneously and to cultivate capabilities beyond those required for the current job and needs of the business.

• Excellent written, verbal and interpersonal communication skills.

• Ability to multi-task and adapt to change.

• Proven track record of meeting or exceeding customer experience and financial objectives

• Ability to maintain the highest level of confidentiality.

• Strong analytical and presentation skills.

• Proven track record in a metric focused environment.

• Excellent written, verbal and interpersonal communication skills.

Career Level Attributes:

• General Profile: Performs routine assignments in the entry level to a professional job progression. Typically requires post-secondary education (e.g., college or university degree) or the equivalent work experience that provides exposure to fundamental theories, principles and concepts. Uses existing procedures to solve routine or standard problems. Receives instruction, guidance and direction from others.

• Functional: Requires conceptual knowledge of practices and procedures within a particular area of expertise.

• Business Expertise/Acumen: Applies general knowledge of business developed through education or past experience.

• Leadership: No supervisory responsibilities; accountable for own contribution.

• Problem Solving: Solves routine problems using existing procedures and standard practices.

• Impact: Has limited impact on own work team; works within standardized procedures and practices to achieve objectives and meet deadlines.

• Interpersonal Skills: Exchanges basic information, asks questions and checks for understanding.

Equal Opportunity Employer - Veterans/Disable

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